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TotalProtect Home Warranty Review


ConsumersAdvocate.org Rating: 2.6 / 5 (Average)
116 Customer Comments & Reviews - see all comments
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TotalProtect is a line of products by Country Home Services, Inc. Their service provides affordable coverages, comprehensive plans, and 24/7 customer service. With their network of 40,000 pre-screened technicians and call centers in Florida and South Carolina, Country Home Services Inc. is among the largest, leading home warranty companies in the country.
 
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How is TotalProtect rated?

Breakdown

0.0/5
Transparency
4.0/5
Claims Processing
4.8/5
Coverage Options
0.0/5
Additional Benefits
4.3/5
Customer Experience

Overall Rating: 2.6 / 5 (Average)

TotalProtect's home warranty service is notable for their industry-leading policies, including low premiums and long-term service recall periods. These benefits are counterbalanced by their higher-than-average service fees and overall negative presence online. In the case of the latter, the sheer number of customer complaints may be enough to give potential customers pause, despite this being generally true of the industry at large. While keeping that in mind their full refund policy may encourage those on the fence to give them a try.

Coverage

Key Facts

Plan Types
Systems
Appliances
Combo Plan
Benefit Limit Type
Per Item
Typical Systems Benefit Limit
$1,000

Coverage Options - 4.8 / 5

TotalProtect’s home warranty policy options, (appliance, systemic, or combination), are designed to suit any customer’s needs. By covering many common appliances, systems, and specialty items, albeit with itemized caps, this company operates similarly to its competitors.

What does TotalProtect cover?

Covered Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heater
  • Central Vacuums
  • Smoke Detectors
  • Doorbells
  • Sump Pump

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwaves
  • Built-In Trash Compactors
  • Garage Door Openers
  • Garbage Disposal

Specialty Items

  • Pool/Spa

Contract & Price

Contract Details

Annual Premium
Starting at $230
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 4.3 / 5

Starting at $230, TotalProtect’s premiums are the most affordable in the industry. Their 12-month contracts, moreover, do not require home inspections beforehand. Personalized quotes are available by way of their online calculator, and they offer full refunds within the first 30 days of the contract, provided no service has yet been performed.

Sample Contract

TotalProtect provides a sample contract for potential customers on its website: TotalProtect Sample Contract

Cancellation Policy

1. You may void this Agreement within 30 days of the coverage effective date for a full refund of the contract fees paid if no claim has been made. The right to void this Agreement as provided in this paragraph is not transferable. A ten percent penalty per month will be added to any refund required under this paragraph, including any accrued penalties, that is not paid or credited within 30 days after termination of this Agreement pursuant to this paragraph. 2. You may cancel this Agreement within 30 days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by law. If the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract fee. We will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available. 3. We may terminate this Agreement immediately, after any applicable notice provisions, for non-payment, fraud or material misrepresentation. If we terminate for fraud or material misrepresentation, this Agreement is void and we shall refund all paid contract fees if no claims have been made. If a claim has been made, we will follow normal cancellation procedures as outlined in this section.

Claims & Service

Claims

Service Fee
$75, $125
Waiting Period
30 days

Contractors & Service

Contractor Selection
In-Network Only
Contractor Network Size
40,000
Service Recall Period
180 days

Claims Processing - 4 / 5

Though they have low premiums, TotalProtect's maximum service fee of $125 is high for the industry. Having said that, their recall period of 180 days is industry-leading. Otherwise, TotalProtect’s in-network exclusivity, as well as its 30 day waiting period, falls directly in line with the industry average.

TotalProtect Reputation

Company Details

Year Founded
1979
BBB Rating
B

Reputation - 4.2 / 5

TotalProtect’s parent company, Homesure of America, has maintained a B rating with the Better Business Bureau since 2007. There are, however, 1,662 total complaints, as well as 61 negative reviews. This is opposed to their three neutral and two positive reviews.

Contact & Additional Information

Homepage URL
https://www.totalprotect.com/
Company Phone
(866) 607-9674
Headquarters Address
1625 NW 136th Ave, Sunrise, FL, 33323
Mailing Address
1625 NW 136th Ave, Sunrise, FL, 33323
Year Founded
1979

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116 Customer Comments & Reviews

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K
Keith
2/14/2017
RIP OFF! BUYER BEWARE!!! Premiums paid for 2 years. Sunday night refrigerator starts leaking water...call them to get a claim started. Call Monday to follow up...they can get someone out by Wednesday. Wife had to take off Monday to rotate towels to protect the floor...until a plumber could get out (First $100 deductible). Then I took off Tuesday to await the Service Tech. He arrived a 4:15 p.m. and needed my help with the fridge. He called TOTAL PROTECT to make sure the component was covered...it wasn't. They cover the ice maker but not the filter housing. (Second $100 deductible) They quoted me the part and labor...another $300 and I can buy the part myself and schedule the... Read More

S
Sue
2/13/2017
Propane Hot Water heater goes out Friday morning. I call and they advise I have to use plumbers in their network and out of all the names they gave me, none of them worked on Saturdays. I found a plumber who would install on Saturday but Total Protect told me I would not be reimbursed for the costs. I use one of theirs and they come out Friday to do the diagnostic, unhook the tank, and now I only have cold water from my faucets and not the showers. Total Protect tells me later in the day, they will work on this even on Saturday morning but it could take up to 3 business days before I get a new tank even though my claim is coded URGENT. Monday morning they call to say they have sent... Read More

Beth K
2/4/2017
I've had total protect for over 10 years, and have been happy until now. I needed my ice maker fixed, they sent out a tech from Active appliance in Van Nuys, CA. 2 weeks later I find out the it isn't covered and the tech should have called to get the repair approved before fixing anything. Now Active appl. is sending me to a collection agency for the charges, spoke to a Karen a total protect and she said that it"s Active appliance's error and they won't pay... so I'm stuck in the middle... the have to pay $$$.

C
Christine W
2/1/2017
They claim that they will warranty your appliances and all you have to pay is the $85 service fee. THIS IS A SCAM. They contract through Allright Mechanical (which only has 1.5 starts on Yelp) and Allright attaches all sorts of additional costs that aren't covered in your contract in order to make up the labor cost that Total Protect doesn't pay for. I submitted two claims. The first was for an AC unit. Total Protect claims that the cost of the unit and labor was $800 (which they paid) and that I owed an additional $1000 for the uncovered costs that Allright was charging. I just submitted a claim for a water heater. Total Protect offered to pay $600 which is suppose to cover... Read More

S
Stefanie
1/18/2017
I had Total protect for year's when I would make a claim they came right out took care of the problem paid my deductible which was $50.00 at the time no problem. I think someone else bought the company for the profits only I had two policies on two homes and I filed a claim for a water heater that burst,I called to file a claim they sent someone out but told them to charge me $400.00 why would I pay that when I suppose to have a warranty, I cancelled myplan never to use them again that's why I had a warranty so all I had to pay was a deductible not pay Total protect monthly plus pay for the water heater. THIS COMPANY IS NO GOOD!!! Do not waste time or money.

D
David
1/13/2017
My first few experiences with TotalProtect were actually quite good. This last experience took a complete turn for the worse. When I didn't receive timely service from the appliance repair company they assigned, I called TotalProtect. They assured me someone would call me back...they didn't. When I called TotalProtect back to inquire, and told them how unacceptable their service has been, the customer service agent told me, "Why don't you call back and get somebody who cares." Then she hung up on me. Do not use this home warranty service.

T
Tony T
1/6/2017
We submitted two claims on or heating system. One was for a leak at the boiler and the boiler it self. When the first technician came out and look, he agreed and call it in that the pipe going to the boiler need to be replace because of the leak. Total Protect approve the repair! So he came back and cut the pipe of and determine the boiler was bad as well. So he called that in. I was not happy about his decision to quickly determine the boiler was bad, so i requested a second opinion. Total Protect then sent out another Tech who determine the heat exchanger was bad and that it was wired wrong when install. I call back to Total Protect and requested to speak to a manager. They assign me a... Read More

Misty H
12/23/2016
Worst home warranty I ever had to deal with I will tell everyone I know not to waste your money they tell you everything you want to hear and when it comes down to them knowing anything about the company's they send to your home it's a racket....the two companies they sent just wanted to have me pay $400 out pocket for repairs that the home warranty company doesn't cover and so I had a real plumber come and I didn't use this so called home warranty company and I paid $150 to fix the hot water tank!!!

Scott M
12/13/2016
Total Protect overcharged me after I canceled their services, which they continued to bill me. I was unhappy with their service so I cancelled on top of reading all their negative reviews on them, why would I want to do business with them if they have a horrible reputation from their customers and after I cancelled, they also tried to pull a fast one on me, by continuing to bill me. I called and complained but little did it do anything, they kept my money. They also didn't want to give me a cancelation number either. So I contacted my credit card for chargeback but the nerve that Total Protect would send lousy documentation on me trying to cancel my service, they were trying to get my... Read More

T
Tommy G
12/6/2016
Called in a problem with our wall oven on November 11, today is December 6th and the problem has still not resolved. The day the service company came to my home he told me that the part needed had been discontinued but total protect has yet to take action to repair or replace our oven. If I could rate lower than a 1 that would be my satisfaction level.

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